Service Desk Analyst
4 weeks ago
BNY Mellon is seeking a highly skilled Service Desk Analyst (1st Level Support) to join our Technology Service Centre team in Pittsburgh, PA. As a key member of our team, you will provide first-line technical support to all BNY employees and contractors, responding to requests for technical assistance via phone, chat, and web tickets.
Key Responsibilities- Provide technical support to BNY employees and contractors via phone, chat, and web tickets
- Respond to requests for technical assistance in a timely and professional manner
- Troubleshoot PC, printer, telephone, mobile, and software issues
- Remain current with support changes and updates, adhering to company policies and incident management processes
- Diagnose and troubleshoot issues using available knowledge bases and research solutions
- Advise users on appropriate actions and log all inquiries and incidents as required
- Assign unresolved incidents to appropriate support teams in a timely manner
- Bachelor's degree in a related discipline required
- Typically requires no previous professional experience or 2+ years' experience in a tech help desk support capacity
- Previous technical desktop support experience, experience with MS Office Suite products, and customer service/soft skills experience
- Knowledge of PC hardware and software
- Flexibility in working hours
- Knowledge of call center metrics for operations support
- Ability to make sound decisions in real-time crisis
- Ability to follow set procedures and processes
- Excellent documentation skills
- Ability to work independently and/or in a team setting
BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey, focusing on your health, fostering your personal resilience, and reaching your financial goals as a valued member of our team.
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